Telecom Expense Management Lead, Contact Center Services

ITSMF; Spring (TX); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Long term/short term disability

Employee assistance program

Flexible spending account

Life insurance

Generous time off policies, including

4-12 weeks fully paid parental leave

11 paid holidays

Job summary

HP, Inc. is seeking a Telecom Expense Management Lead for Contact Center Services to coordinate requests across IT, Finance, Procurement, and external providers. You will validate billing, resolve PO, invoice, and service issues, and guide transition activities to a new Contact Center lead.

Your role requires strong cross-functional coordination, vendor management, and the ability to drive IT spend optimization while sustaining service levels. Travel and stakeholder mentorship are involved.

Qualifications

• Four-year or graduate degree in CS/IT or related discipline; commensurate experience possible.
• 7+ years of experience in IT projects, process improvement, or related field.
• Strong cross-functional coordination and vendor management capabilities.
• Experience validating telecom billing, invoices, and service issues.

Responsibilities

• Lead Telecom Expense Management activities: billing validation, invoice/dispute management, vendor coordination, cost optimization for Contact Center services.
• Develop IT strategies aligned with business agenda and coordinate with IT partners.
• Define information needs, set priorities, sustain service levels, and lead business demands with vendors and management.
• Assist in managing IT spends and investments; ensure timely work during budget/forecast periods.
• Resolve operational issues with clients using technical expertise; advocate best practices.

Skills

Agile Methodology

Automation

Business Analysis

Business Process

Business Requirements

Business Systems Analysis

Data Analysis

Finance

Marketing

Process Improvement

Project Management

SQL

Systems Analysis

Systems Development Life Cycle

User Story

Workflow Management

Education

Four-year or Graduate Degree in Computer Science, Information Technology

Tools

Salesforce

SAP Applications

Job description

Telecom Expense Management Lead, Contact Center Services

Description -

Job Summary

The Telecom Expense Management Lead, Contact Center Services will serve as the primary operational liaison between HP, OB, Contact Center IT, business unit stakeholders, and supporting service providers. This role will coordinate Contact Center requests, validate billing and organizational information, manage vendor operational issues, and facilitate the resolution of purchase order, invoice, dispute, and service-related matters.
The position will assume operational responsibilities identified for transition to a new Contact Center lead. The role requires strong cross-functional coordination, financial and operational controls, vendor management, documentation discipline, and the ability to manage recurring meetings and action items across IT, Finance, Procurement, business teams, and external providers.
This role is responsible for developing IT strategies aligned with a high-impact business agenda and collaborating with vendors and senior management to define information needs and sustain service levels. The role assists in managing IT spends and investments, resolving operational issues directly with clients, and serving as a representative of relevant stakeholders to ensure consistency in plans between IT and respective entities. The role identifies opportunities for leveraging standardized IT solutions and advocates for best practices. The role also cultivates relationships with tactical leaders and contributes to complex projects while providing mentoring and guidance to lower-level employees.

Responsibilities

• Lead Telecom Expense Management activities, including telecom billing validation, invoice and dispute management, vendor coordination, and cost optimization efforts supporting Contact Center services.
  
• Develops and drives IT strategies to align with a high impact business agenda supporting the business segment, including the integration points between this function and other functional IT partners.
  
• Collaborates with vendors, industry consultants and senior company management to define information needs, develop cases and priorities, sustain service levels, and proactively lead business demands.
  
• Assists in managing spends and IT investments according to plan while ensuring timely work during budget and forecasts processes.
  
• Works directly with clients, internal or external, to resolve operational issues, utilizing technical expertise.
  
• Serves as a representative of the business, function, or geography, ensuring ongoing congruence in plans between IT and the respective entities.
  
• Identifies opportunities where the business, function, or geography can leverage standardized IT solutions and actively promotes their adoption.
  
• Cultivates and sustains relationships with pivotal tactical leaders and business implementation leads, leveraging extensive business acumen spanning multiple businesses or sub-domains to foster engagement in major IT endeavors.
  
• Advocates for the proliferation of best practices developed from interactions between businesses, functions, or geographies and other counterparts.
  
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
  
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Impact and Scope

Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity

Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Minimum Requirements

Four-year or Graduate Degree in Computer Science, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.

7+ years of work experience, preferably in IT projects, process improvement, or a related field.

Desired knowledge and skills

• Agile Methodology
• Automation
• Business Analysis
• Business Process
• Business Requirements
• Business Systems Analysis
• Computer Science
• Data Analysis
• Finance
• Marketing
• Process Improvement
• Project Management
• Salesforce
• SAP Applications
• Scrum (Software Development)
• SQL (Programming Language)
• Systems Analysis
• Systems Development Life Cycle
• User Story
• Workflow Management

Desired Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays

Additional flexible paid vacation and sick leave (US benefits overview)

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Data & Information Technology

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

25%

Relocation -

No

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal”